Users Reveal Top Five SMM Vendors of 2019 for User Satisfaction Through SoftwareReviews

eClincher, Mavsocial, Khronos, Zoho Social, and Oracle Social Cloud Are Named the 2019 Social Media Management SofwareReviews Data Quadrant Gold Medalists

SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, has published its 2019 Social Media Management (SMM) Data Quadrant Awards, naming five gold medalists based on excellent user reviews. The following vendors are leaders according to software users’ answers to some very interesting questions focused on user satisfaction, which have been crafted by seasoned IT industry analysts and backed by 22 years of IT research:

• eClincher
• MavSocial
• Khoros
• Zoho Social
• Oracle Social Cloud

What makes the SoftwareReviews Data Quadrant different is the inclusion of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation. These ratings create a powerful indicator of overall user feeling toward the vendor and its product from the software users’ point of view. SoftwareReviews calls this insight the Net Emotional Footprint.

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eClincher ranked highest among software users, earning the spot for top product in breadth of features, availability and quality of training, and social response management. eClincher received its highest marks of 90 percent in vendor support, ease of implementation, and campaign execution. Coming in at an overall second place, MavSocial scored number one in quality of features, product strategy and rate of improvement, ease of data integration, ease of customization, contextual analysis, sentiment analysis, and social asset management. The vendor’s top scores were 90 percent in dashboards and visualization as well as trend analysis.

Khoros was the clear leader in business value created and social moderation and workflow management, earning a score of 90 percent. It also secured the top spot for usability and intuitiveness, ease of IT administration, social media channel integration outbound, and social post archival. Zoho Social earned second place in more than one category including usability and intuitiveness at 84 percent and trend analysis at 85 percent. Oracle Social Cloud came in third for trend analysis, social responsiveness, contextual analysis, and social post archival.

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Ben Dickie, research director at Info-Tech Research Group, explains the importance of implementing the appropriate social media tool in an organization, “Social media is a popular and powerful channel for customer engagement. However, it can be fraught with complexity from both a management and analytics perspective. It is recommended to use a dedicated Social Media Management Platform (SMMP) to help reign in usage of social channels. A strong SMMP provides tools for social listening, account aggregation and management, and social media compliance. These tools are a relatively inexpensive way to enhance the effectiveness of an organization’s social footprint.”

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